Customer Complaints Senior Manager

📋 Description

• Own and develop the global customer complaints program, establishing consistent standards for
• Coordinate responses to regulatory inquiries, examinations, information requests, escalated
• Gather and validate cross-functional information, prepare clear and defensible written regulatory
• Partner with local Heads of Compliance to monitor jurisdiction-specific regulatory developments and
• Lead second-line oversight and quality assurance through risk-based testing of complaint handling
• Analyze complaint data to identify trends, recurring issues, overdue cases, regulatory complaints

🎯 Requirements

• Significant experience in regulatory compliance, conduct risk, consumer protection, complaints
• Strong experience handling regulatory inquiries, information requests, examinations, escalated
• Ability to coordinate cross-functional inputs, produce clear and defensible written responses
• Proven experience owning or overseeing multi-jurisdictional compliance frameworks, translating
• Strong regulatory and customer-outcome judgment to distinguish complex issues from routine service
• Experience driving root-cause analysis and systemic remediation, including assessing broader

🎁 Benefits

• Opportunity to lead a high-impact global customer complaints and compliance program across multiple
• Senior-level exposure to regulatory, conduct-risk, customer-outcome, and enterprise compliance
• Close collaboration with internal and client teams across Legal, Compliance, Risk, Customer
• Opportunity to shape global complaints governance and remediation frameworks.
• High influence over regulatory alignment and customer-protection practices.
• Exposure to complex international regulatory environments.